Client
American multinational computer technology company that develops, sells, repairs, and supports computers and related products and services.
The Goal
To improve First Call Resolution rate and provide better Technical Support to customers.
The Challenge
Missed First Call Resolution rate because Agents had to navigate multiple layers of software, tell hardware failure from an incorrect setting, and many other complex tasks. Poor Technical Support Performance by previous vendors.
Our Approach
Improved training by setting up an Experiential Technology Lab in the contact center for agents to use and get more knowledge and hands-on experience. Employed proper tech-savvy agent profiling. Using call recordings of missed opportunities to improve knowledge base and training
Results
Improved First Call Resolution. Higher CSAT. Lowered Average Handle Time. Massive ROI for the client.
